Complaints and representations procedure, adult social work

Complaints must be made no later than 12 months after:  

• the date on which the matter which is the subject of the complaint occurred 
• if later, the date on which the matter which is the subject of the complaint came to your notice.  

However, the Responsible Person has the discretion to waive this time limit if they are satisfied that:  

• you had good reason for not making the complaint within the time limit, and  
• notwithstanding the delay, it is still possible to investigate the complaint effectively and fairly.